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IR Delivers Mission-Critical UC and Collaboration Performance Management to Service Providers to Accelerate Revenue and Deliver on SLA's

[October 09, 2018]

IR Delivers Mission-Critical UC and Collaboration Performance Management to Service Providers to Accelerate Revenue and Deliver on SLA's

IR,
the leading global provider of experience management solutions for
unified communications (UC) and contact centers, today announced that IR
Prognosis (News - Alert) for UC now features enhancements that will better help Service
Providers deliver greater service assurance. These new features include
network assessment and testing for private cloud UCaaS offerings like
Cisco (News - Alert) HCS, streamlined multi-tenancy management and security
administration, and improved proactive management of customer SLAs and
proof of performance.

Organizations demand that Service Providers ensure a great UC user
experience while managing a myriad of UC environments. Service Providers
rely on Prognosis for UC to help them meet competitive pressures, and
proactively exceed customer expectations while maximizing business
results and ROI through operational efficiencies. Recent enhancements to
Prognosis for UC now help further ensure that SLAs are met across voice
and video collaboration in multi-vendor solutions for Cisco, Microsoft (News - Alert),
and Avaya platforms.

To ensure Service Providers can continue to meet the evolving and
growing UC needs of their customers, IR has updated its Prognosis for UC
solution for Service Providers with many improvements including:

"With Prognosis for UC, we can proactively prevent future outages for
our clients, saving us both time and money, in addition to helping us
with customer retention," said Andy Kleinheinz, UC Technical Architect,
Managed Services, CDW (News - Alert). "A single minute of voice downtime can result in
a significant cost to any business, so preventing that from happening is
crucial. Prognosis saves us on average up to one and a half hours per
customer-generated incident. This means we could see a potential savings
of nearly 210 hours a month for the team or as much as 19 hours per
engineer per month."

Additional features to Prognosis for UC for Service Providers include:

Proactive management of customer SLAs and proof of performance through
real-time monitoring and alerting with custom thresholds, and
comprehensive and streamlined reporting with dashboards and analytics.

End-to-end visibility to proactively and immediately pinpoint user
experience degradation and root-cause across the UC eco-system and
network.

Customizable monitoring thresholds, alerts, and recommended actions
based on the specific Service Provider or managed customer environment.

Comprehensive alert management with integration and automation with
ITSM and other crucial operational management systems.

"Before we had a lack of visibility into customer issues because we had
to wait for them to report anything that went wrong," Augustin Ramazani,
Head of Operational Unit, Unified Collaboration Services, Telindus.
"Limited troubleshooting capability and prolonged time to troubleshoot
made resolving issues difficult, with limited reports available
exacerbating the issues even more. With Prognosis, we save two hours
every morning on our daily status reports alone. What used to be a
manual sanity check from our engineers is now automated by Prognosis and
troubleshooting takes half the time, helping us perform against our
SLAs."

"Working with our Service Providers over the years, we know that they
have a tall order to fill when it comes to addressing the expectations
of their customers," said Greg Clancy, Chief Product Officer, IR. "The
deep domain expertise we have gained has enabled IR to evolve Prognosis
to support some of the world's largest UC deployments. By leveraging the
extensive monitoring and troubleshooting capabilities of Prognosis,
along with comprehensive reporting and analytics, we can empower Service
Providers to meet or exceed their customers' needs."

About IR

IR is the corporate brand name of Integrated Research (News - Alert) Limited (ASX:IRI),
the leading global provider of experience management solutions for
critical IT infrastructure, payments and communications ecosystems. More
than 1000 organizations in over 60 countries-including some of the
world's largest banks, airlines and telecommunication companies rely on
IR Prognosis to provide business critical insights and ensure
continuity-critical systems deliver high availability and performance
for millions of their customers across the globe. For further
information on IR, visit www.ir.com.